Role Description This is a remote role that may be hired in several markets across the United States. This position leads analytic efforts, delivers strategic insight, and acts as a technical expert for business systems within the Bank. Performs at the highest level of service complexity in support of system operations, performance, and usage. Develops advanced solutions and specifications to resolve process issues, which may involve elements of testing and development. Serves as a resource to wider business units or associates, and may provide a leadership role for less experienced analysts. Responsibilities - Data Analysis, Insights & Performance Management: - Analyze business, operational, application, and technology performance data to identify trends, risks, opportunities, and areas for improvement. - Develop and maintain metrics, KPIs, Power-Bi dashboards, and reporting that measure governance effectiveness, technology adoption, operational health, and business outcomes. - Perform root-cause analysis using quantitative and qualitative data to support issue resolution and strategic decision-making. - Evaluate system utilization, process efficiency, service performance, and data quality to drive continuous improvement initiatives. - Translate complex technical and business data into actionable insights and recommendations for senior leadership and governance forums. - Partner with business, technology, and analytics teams to establish performance measures and success criteria for initiatives and solutions. - Support data-driven decision making through analysis of trends, dependencies, risks, costs, and benefits across enterprise technology investments. - Business Requirements & Technology Strategy: - Elicit, analyze, and translate business needs into technology-enabled solutions. - Collaborate with enterprise architecture, cybersecurity, infrastructure, application development, operations, and business teams to ensure solutions align with strategic objectives. - Evaluate solution alternatives, risks, dependencies, and implementation approaches. - Ensure proposed solutions align with enterprise standards, governance requirements, and technology roadmaps. - Lead requirements workshops and facilitate consensus among stakeholders. - Technology Enablement & Continuous Improvement: - Serve as a trusted advisor for business and technology stakeholders regarding enterprise systems, processes, and capabilities. - Identify opportunities to improve operational efficiency, user experience, process automation, and data quality. - Coordinate across technical teams to resolve complex issues and implement enhancements. - Drive continuous improvement initiatives using data, stakeholder feedback, and industry best practices. - Enterprise Problem Solving & Solution Delivery: - Lead the assessment of complex business and technology challenges by partnering across business units, technology teams, risk functions, and third-party providers. - Analyze current-state processes, controls, systems, and dependencies to identify root causes and develop sustainable solutions. - Drive end-to-end solution delivery, coordinating internal and external resources to achieve desired business outcomes. - Facilitate decision-making among stakeholders with competing priorities and requirements. - Develop business cases, implementation roadmaps, and success metrics for strategic initiatives. - Technology Governance & Risk Management: - Ensure initiatives adhere to enterprise technology standards, architecture principles, information security requirements, and risk management frameworks. - Partner with Technology Risk, Information Security, Compliance, and Audit teams to identify and mitigate technology-related risks. - Evaluate process and system controls and recommend improvements to strengthen governance and operational effectiveness. - Support governance forums and decision-making bodies through development of analysis, recommendations, and reporting. - Establish, maintain, and enforce governance standards, policies, and best practices across the enterprise. - Support the development and maintenance of enterprise governance frameworks, reference development documentation, and technical user guidelines. - Measure and report on Governance effectiveness through defined metrics and key performance indicators. Qualifications - Bachelor's Degree and 6 years of experience in Systems Support, or Analytics, or Operational Support OR High School Diploma or GED and 10 years of experience in Systems Support, or Analytics, or Operational Support - Preferred Skills: - Business Analysis & Problem Solving - Enterprise Technology Knowledge - Technology Governance & Risk Management - Strategic Thinking - Stakeholder Management - Executive Communication - Cross-Functional Leadership - Solution Design & Delivery - Data Analysis & Decision Support - Process Improvement - Influencing Without Authority - Change Management Benefits - This job posting is expected to remain active for 45 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants. - If hired in North Carolina, the base pay for this position is generally between $111,000 and $170,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment. - Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits .

• Serve as the primary business owner for third‑party vendor solutions supporting Claims and Shared Services, ensuring alignment with operational and strategic objectives • Identify operational needs and translate them into vendor strategies, solution roadmaps, and continuous improvement initiatives • Support the intake, evaluation, and recommendation of new vendor solutions, including participation in vendor sourcing activities (RFI/RFP, due diligence, and selection) in partnership with Procurement and in alignment with enterprise governance, risk, and compliance requirements • Manage vendor relationships and act as the primary liaison between vendors and internal stakeholders, driving effective communication, issue resolution, and service delivery excellence • Establish, monitor, and report on vendor performance metrics, SLAs, and KPIs including cycle time, severity, leakage, customer experience, and operational throughput within the claims lifecycle • Perform ongoing analysis of vendor performance, financial data, and operational trends to identify risks, cost-saving opportunities, and areas for improvement, and develop actionable strategies to address gaps • Support and coordinate vendor due diligence, risk assessments, and ongoing monitoring activities, in collaboration with internal stakeholders and risk subject matter experts • Maintain strong, collaborative relationships with business partners and vendors to support vendor oversight, strategic initiatives, and operational needs • Support contract lifecycle activities, including tracking contract expirations, renewal schedules, amendments, and assisting with contract termination when necessary • Assist with billing validation, audits, and compliance activities to ensure accuracy, adherence to contractual terms, and alignment with company policies • Maintain accurate and complete vendor data within systems of record, including contracts, risk profiles, performance metrics, and services provided, ensuring a comprehensive view of the vendor landscape • Provide data analysis, reporting, and executive-level insights to support decision-making, vendor performance management, and strategic planning • Champion the use of vendor management tools and processes, providing guidance and support to internal stakeholders and vendors as needed • Coordinate with internal stakeholders to enhance and mature vendor management practices, including improving governance frameworks and operational efficiency • Manage and support special projects and cross-functional initiatives, leveraging experience and judgment to achieve desired outcomes • Partner with Claims leadership, adjusters, and Shared Services teams to align vendor solutions with real-world claims handling processes, including FNOL intake, appraisal, subrogation, SIU, and total loss workflows

Role Description IT@JH University Information Systems is seeking a Business Solution Quality Analyst (BSQA) who supports University Information Systems by gathering requirements, performing systems analysis, developing test cases, coordinating testing, and creating automated test scripts for enterprise systems, including the Student Information System (SIS), admissions, career services, and related applications. The role supports students, faculty, staff, administrators, and leaders across the university. Work includes ongoing system support, enhancements, and new implementations using tools such as SQL Server, Microsoft Office Suite, JIRA, Confluence, and manual and automated testing tools. The position works independently while collaborating with technical teams, managers, and subject matter experts. Specific Duties & Responsibilities - Work with sponsors and users to define project scope and objectives. - Conduct user interviews for requirements gathering. - Analyze business problems and propose appropriate automated solutions, business processes, and procedures. - Research and recommend system design and enhancements to minimize costs and maximize system use. - Work closely with project managers and project team to provide testing timelines and status as well as requirements gathering. - Create test strategy based on the analysis of design document and requirements. - Design test plans for projects and work with project teams and business partners to obtain approval. - Facilitate integrated testing of business solutions. - Create test plans, coordinate testing, data validation sessions, and conduct unit and functional testing. - Ensure that requirements, design, and testing documentation meet department standards. - Generate test scripts and perform test analysis. Test scripts will be manual or automated. - Execute some functional and technical tests according to test plans and scripts, document results, and quickly identify, communicate, and/or troubleshoot issues. - Facilitate data governance to ensure responsibilities for content owners are clearly defined and communicated. - Work with vendors to resolve problems, as needed. - Report test results and metrics to management and team in a timely manner. - Define test cases, scripts, and corresponding data sets. - Manage and execute test preparation activities with minimal supervision. - Perform test execution and defect tracking (if applicable). - Learn, support, maintain, and train users on testing tools. - Identify other uses and expansion of the tool sets. - Write business cases, business requirements, develop functional specs, and functional prototypes. - Evaluate client needs for quantitative analysis and participate in creating and articulating relevant solutions. - Communicate and collaborate with data analysts, technical developers, and architects on business requirements for ongoing business intelligence initiatives and enhancements to existing systems. - Facilitate meetings, create status reports, and communicate with stakeholders or business users, under guidance. - Perform functional, regression, integration, user acceptance, cross-browser, accessibility, and BDD-based testing. - Create, maintain, and execute automated test scripts. - Document, track, and validate defects using tools such as JIRA. - Coordinate testing with stakeholders, developers, project managers, and subject matter experts. - Use SQL Server to validate data, troubleshoot issues, and support testing. - Use SQL Server Report Services to create reports. - Maintain requirements, testing, and process documentation in Confluence or similar tools. - Support system implementations, enhancements, upgrades, and configuration changes. - Recommend improvements to testing processes, automation coverage, and QA practices. Qualifications - Bachelor's Degree. - Five years of related experience preferably within testing and business requirement gathering. - Experience with automated testing tools such as Selenium, Playwright, Cypress, TestComplete, Katalon, or similar tools. - Experience with BDD tools or frameworks such as Cucumber, Reqnrol, Behave, or Gherkin-based testing. - Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula. Preferred Qualifications - Experience with cross-browser testing tools such as BrowserStack, Sauce Labs, or LambdaTest. - Experience with accessibility testing tools or standards, including WCAG 2.X, Section 508, WAVE, axe, JAWS, or NVDA. - Experience in business analysis, quality assurance, systems analysis, software testing, or related technology support. - Experience with requirements gathering, test planning, test case development, defect tracking, and user acceptance testing. - Experience with Student Information Systems, higher education enterprise systems, or higher education business processes. - Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Visio. - Experience with Jira and Confluence. - Experience with Microsoft SQL Server for data validation, troubleshooting, or testing support and with SQL Server Reporting Services. - Experience with AI coding agents or AI-assisted testing/development tools. - Familiarity with Agile, Scrum, Kanban, or similar methodologies. - Strong analytical, problem-solving, communication, organizational, and collaboration skills. Requirements - Classified Title: Business Solution Analyst - Job Posting Title (Working Title): IT Business Solutions Quality Analyst - Role/Level/Range: ATP/04/PE - Starting Salary Range: $73,300 - $128,300 Annually (Commensurate w/exp.) - Employee group: Full Time - Schedule: Mon-Fri 8:30am-5:00pm - FLSA Status: Exempt - Location: Remote - Department name: IT@JH University Information Systems - Personnel area: University Administration

Role Description Arcsen is a Salesforce implementation partner delivering CRM transformation across retail, automotive, education, airline, and public sector clients in the Middle East. We're hiring a mid-level Business Analyst to join our delivery team and own requirements work end to end across active client engagements — from discovery through to UAT and handover. You'll work alongside senior BAs, solution architects, and technical consultants, translating business needs into clear, buildable Salesforce solutions. This is a hands-on delivery role with room to grow into solution design and presales. Responsibilities: - Lead requirements-gathering workshops and discovery sessions with client stakeholders, capturing business processes, pain points, and objectives. - Produce clear delivery artifacts: BRDs, user stories, process flows (BPMN), data mapping documents, and UAT plans. - Translate business requirements into functional specifications that solution and technical teams can build against. - Configure and support Salesforce solutions where needed, and validate that delivered functionality meets requirements. - Manage UAT cycles — coordinating test scripts, tracking defects, and driving sign-off. - Maintain backlogs and requirement traceability across the project lifecycle. - Support presales and scoping activities, including effort estimation and proposal input. - Act as a communication bridge between client stakeholders and the delivery team throughout the engagement. Qualifications - 6+ years of business analysis experience, or 3+ years working specifically on Salesforce implementations. - Solid understanding of CRM concepts and at least one Salesforce cloud (Sales, Service, Marketing, or Data Cloud). - Proven ability to write structured requirements documentation — BRDs, user stories, acceptance criteria. - Experience facilitating workshops and managing client-facing communication with confidence. - Familiarity with process modeling (BPMN 2.0 a plus) and Agile delivery. - Strong analytical thinking and attention to detail. - Excellent written and spoken English; Arabic is an advantage given our regional client base. Requirements - Salesforce certifications (Administrator, Business Analyst, or cloud-specific consultant certs) - Nice to have. - Experience with MuleSoft, Agentforce, or data migration projects - Nice to have. - Exposure to one or more of our core industries (automotive, retail, education, airline, public sector) - Nice to have. - Prior experience at a consulting or implementation partner - Nice to have. Benefits - Work on high-impact Salesforce transformations for leading regional brands. - Structured BA practice with frameworks, mentorship, and a clear progression path. - Exposure across multiple industries and the full Salesforce platform. - A collaborative team that invests in capability building. - Attractive packages and performance compensation. - Full work comfort, ability to work remotely from any place. - Health insurance package. We care about your health and well-being. - Paid-time off and holidays. Giving our professionals the flexibility & responsibility to manage their times.